ComplaintsforDoheny's, LLC

• Initial Complaint

  06/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 18, 2022, I ordered a wall foam and floor foam on order number: 041822-3000-588. May 18th, 2022, the installer said he did not want to install the wall foam and gave his reasons. I called Doheny on May 18 and the lady said since I called that day she would put in my notes that I would get a full refund of ****** (because it is a 30 day money back guarantee). I hurried to the shipping store and paid ***** and shipped it. I had the tracking number and everything. I received an email stating that Doheny's received it. They only refunded me back *****. They said it was past the 30 days. I have called over 15 times, and the customer ********************** people were so rude. When I would ask to speak to a manager, I would get voicemail. I finally got a hold of ******* a manager and she said she told the girl to tell me I would not get a full refund. I said, "But she told me I would, I even wrote it down." So she was going to listen to the recording and call me back the next day." I know you will be surprised BUT no call back. I have waited over a week. They know they owe me the ***** and I have been lied to twice. Once about the money and once about her calling me back. I WANT MY ***** BACK!

  

  Business response

  06/20/2022

  Hello,

  I want to apologize for the conflicting information that was relayed to you, per our earlier phone conversation the remaining credit due has been issued back to the card that was used on the original purchase. Please allow up to 3 business days for this refund to process and be visible on your statement. 

  Customer response

  06/28/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  She was very kind to me.
  
  Regards,
  
  *********************
  

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a pool motor on September 10, 2022, it stopped working the following January. I contacted Doheny's on the 1st or 2nd of February , the motor has a year warranty. Was told to return the motor at my expense and they would send another one mid-March because they were on backorder. I never received it, called back and was told mid-April this time, then May 28th , still never receiving a replacement. Yesterday June 5, they told me the motors are backordered until June 20. Four different dates on four different occasions. They will not call me, they will not refund my money. This is the worst company I have ever bought from. I'd like to receive my replacement I am entitled to under the warrant or a refund of my money, I absolutely do not want to purchase more products from this company when they will not stand good for them.

  

  Business response

  06/20/2022

  Hello,

  I apologize for the defective merchandise you received and the need for a warranty replacement.  I do see the replacement item as backordered and that the anticipated shipment date was changed several times due to the manufacturers lack of availability for the parts required to manufacturer this product. Typically it is correct that warranty is for direct replacement only, however because of the length in time and availability of this product we will issue you a check to be mailed and sent.  We are not capable of crediting or refunding card transactions from the year prior, which is why we will refund in the form of a check.  This will be sent out in the **** at the end of the week.  Thank you for bringing this issue to our attention, we greatly appreciate your business. 

• Initial Complaint

  05/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Recently purchased several items from Dohenys in the spring in preparation for pool opening. We received everything in a timely manner, however the net cover was defective. After many calls and emails, they finally replaced it after telling us they wouldn't replace it. (First red flag).Well finally got the pool opened, and connected our new Ocean Blue Cascade Fountain. Turn the pump on, and water came out the end where it shouldn't. Took it off, and checked it. Split wide open. Contacted Doheny, and they requested images. Sent them the requested 3-4 images, and got a response that it carries no warranty. It also is past their defective 30 day policy. I find it hard to believe that there is nothing they can do to resolve this issue. I just want a working fountain, instead of bein ripped off.

  

  Business response

  06/17/2022

  Hello,

  I apologize to hear about the defective merchandise that you received. It is true that the fountain purchased does not come with a warranty aside from our 30 day satisfaction guarantee.  However, as you have unfortunately received two defective items in this one order, which is highly unusual and unfortunate as courtesy we have issued a replacement fountain that will be shipping out today to you.  You will receive an email containing the tracking information shortly.

  Customer response

  06/25/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************************
  

• Initial Complaint

  05/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have an ****** gallon liner pool which is two years old and we have bought our chemicals from this company with no difficulties until now. Our calcium is not working. We have gone through 150 pounds of calcium plus and it has not raised the calcium more than a few parts per million. The company says they stand behind their products but they wont do anything for us because we cant return the product. Of course we cant return the product because its dumped into our pool We have put in enough calcium for a pool three times our size. Our other chemical balance in the pool from their other products is perfect. The calcium is obviously defective because it is not raising the calcium level at all. Right now after 150 pounds of calcium it is still only at 68 ppm when it should be ******* ppm. There are no expiration dates on a single bucket we got so there is no way to know if the product was old

  

  Business response

  06/09/2022

  Hello,

  Typically when an issue occurs like you are experiencing, this is caused by other balancing or chemical levels being *****.  It is not our belief that the chemicals sent are the cause of the issue as we have sold thousands of pounds of the identical product from the same batch type you have received and have not had any complaints aside from yours.  We have reached out with some suggestions and resolutions to your issues and hopefully and an offer to assist via telephone.  All of the return contact information was left in form of a voicemail.  Please return our call so we may rectify the situation you are experiencing.

  Customer response

  06/09/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a new Pool Pro Plus PMP on August 30 2021, and the pump stopped working at the end of April 30, 2022, which is less than 1 year. I called C/S and they confirmed that it was still under warranty but I have to pay for the return of the product which is insane because it weighs approximately ***** lbs. I called on Saturday and requested to speak to a Manager and was told that she was busy with customers but would call me the end of the day to discuss. Today is Sunday and I have yet heard from anyone from Dohenys. When a product is under warranty and stops working less than a year the customer should not be responsible for shipping and INSURANCE. I paid almost $500 and it will cost me over $100 to ship back with insurance.

  

  Business response

  06/06/2022

  Hello ******,

   

  You were instructed correctly under the warranty and per the warranty terms you received with the original shipment.  The item has a 1 year warranty from the original purchase date, if the unit is found to be defective in the first 90 days any associated shipping fees are covered by the Company.  After this time the shipping responsibility is on the owner for a replacement to be issued at no additional cost.  This is standard across the industry and manufacturer's. I see that the warranty exchange has been shipped and was delivered as of 6/05/2022.  Please let us know if you need any further assistance with your new pump. 

  Customer response

  06/06/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  05/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I called and placed an order (***********) for a Hayward XStream Cartridge System with this company on 5/1/2022. I was told the order would arrive by 5/4 or 5/5. I never received a confirmation from the company so I suspected something was wrong. I contacted the company on 5/6 at 11 a.m. when the order still hadn't arrived and I saw that the charge never went on my credit card. Customer svs emailed me back at 1:17 p.m. the same day to say that there were red flags with the order, they suspected fraudulent activity and so the order was canceled. Ok, no problem, we placed the order with another company. Then on 5/8/22, I received a brand-new email from this company stating that our order had been placed. We did not place a new order, we never contacted the company again, and had no further contact since the email reply they sent on 5/6. This was a brand new order, for $100 more then the original order, generated by the company without our consent. The part was shipped on 5/9 and it was dropped off on 5/10. I emailed company about their unauthorized charge on 5/13 and was told I would be contacted by a supervisor. No response by 5/16 so I called. Customer svs (Shadea) was very condescending, laughed when I said it was an unauthorized charge and kept arguing that I had placed the order on 5/1. When I explained that it wasn't the same order, she somehow could see every phone call and email but the one they sent on 5/6 saying my order had been canceled. I finally sent them the email from 5/6 and then the company sent a label and said I could return the part but I would have to haul a very large and heavy part in my car to a Fed Ex location for the return. When I said they needed to have it picked up as it was their mistake, they said the amount would not be refunded until the part was returned and I would be responsible for returning it. This whole situation is very shady, from the $100 increase to the unauthorized charge and difficult return. And none of it was my fault!

  

  Business response

  06/01/2022

  Hello ******,

   

  I do apologize for the nature in which this was handled.  I do see that the order was returned back to us and a credit has been issued back to your card in full. It would appear the cancellation email was sent by accident from a representative and the order was still being processed.  Again, I apologize for the confusion and would like to as a courtesy also extend to you an additional merchandise credit for the issues you have faced.  Please expect a follow up for further details on this offer.

• Initial Complaint

  05/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered a pool kit from Dohenys last year. The pool wall is damaged and we called customer ********************** to get it replaced. We spoke to ******************************* and she requested additional information emailed to her. We did that immediately. This was in August of 2021. She called back that she had received the necessary info but unfortunately they had no pools to replace ours yet. She said to wait a few months and contact them again because the pool should be back in stock by then. So, we waited. We called and left multiple voicemail messages and emailed. No response. We then called to speak with anyone else at the company. We spoke with **** who called us immediately back that he was looking into it and would speak with ********. We called back 2 days later because we hadnt heard anything back and he said we would. No response from him either. We called today and spoke to a supervisor who transferred us back to ********. She stated she needed the information again before she could assist us. We emailed it within 2 hours. This has been going on for almost a year and we just want the pool exchanged or they can pick it up and issue us a full refund. Its ridiculous and we are obviously just getting a run around from them on this matter.

  

  Business response

  06/07/2022

  Hello,

  I apologize for the original damaged merchandise in which you had received.  I do see that a replacement was shipped out to you upon this stock being replenished and is due to deliver to you on June 9th per the freight carriers pro tracking number.  This item shipped via R&L Freight Carriers and can be tracked on their website via the pro # 037911384.  Please be sure as we instruct with every freight shipment to thoroughly inspect the packages for any possible damage and report this to the company and freight carrier with in 5 days of delivery.  A copy of the freight instructions and acceptance of freight shipped merchandise should have been forwarded to you via email.  If you have any questions or concerns regarding the delivery of the replacement product, please feel free to contact us.

  Customer response

  06/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear 

  The replacement pool was finally delivered yesterday June 9th, however; the delivery was refused due to the fact that this pool kit was also damaged and was not a complete pool kit. Based on the sheer number of emails and phone calls it took to even get this done, as well as the amount of time, we just want a refund at this point.  I dont believe that we would ever receive a 
  Complete and undamaged pool kit.   I also am not looking forward to attempting to reach anyone to fix this either.  
  Regards,
  
  *********************

  

  Business response

  06/23/2022

  Hello,

  We apologize for the second damaged shipment being received, a refund request in the form of a check has already been submitted.  At this point our system does not allow us to refund credit card purchases from the prior year and refund will be issued via a check sent to you via the USPS.  We apologize for any inconvenience. 

• Initial Complaint

  05/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I buy a inground pool pump for dohenys back on april of 2021 6 months later the pump stop working i call customer *********************** and they told me that i have to buy a new pump pay for it and a soon i send the defective one they gonna reimburse the money but i have to pay for the shipping that cost me 60 dollars. Because i need it i agree to do that. I got the new pump around end of October of 2021 installet so i have to pay 100 dollars for installation again and now on may 12 of 2021 the pump stop working again i just call warranty service i spoke with a supervisor name sindi and told me the warranty is based on the first pump not on the new one and buecause that is over a year and the warranty is no longer available and if i need a pump i have to buy a new one on the new price that is 100 dollars more expensive. I trying to get clarification that why is that but the lady said shes the supervisor and if i like to file a complaint to BBB go a head and hang up the phone to me.

  

  Business response

  06/03/2022

  Hello,

  Although what you were instructed regarding the warranty and dating back to the original purchase date is correct under the warranty terms of the pump that you purchased.  It does appear that when you contacted us it was only a few days out of that warranty period for the original pump.  We will be able to replace this one more time for you under warranty.  However, it is correct that this warranty will also date back to the original purchase date of 4/21/2021.  We will send a follow up email with the return instructions for a warranty replacement.  Thank you for your business. 

• Initial Complaint

  05/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Raypak pool heater LP gas, My husband who has a head injury took it upon himself to call Doheny's to see if the heater could be returned and exchanged for a natural gas heater same brand same BTUs. I was not present my daughter heard him on the phone, when my husband said he would pay the freight charge, felt it was unfair, and said I will never purchase from this company again the representative said ok you can find your own freight we are not going to extend our freight cost to you. My daughter took the phone because my husband with his head injury does not always communicate clearly to the point. When my daughter got the supervisor or manager on the phone the person became rude talking over my daughter after my daughter listened to what she had to say. The problem in a nutshell is here in ******** I am unable to get the special 100 lb tanks filled, I can purchase the tanks empty. Nowhere in the description did it say you needed these special tanks when I purchased this heater. I assumed the small tanks could work, but that is not the case. The other thing is I haven't even taken it out of the box since it can't be serviced, and the representative wants me to be liable for damages, what a scam to thier customers when not satisified with a purchase.

  

  Business response

  05/20/2022

  Hello,

  The arrangements were made through our company to return the product under our freight carrier.  A credit is set to be issued and should be visible on your statement in the next 3-5 business days.  Please note that per our return policy and satisfaction guarantee if an order is made by mistake it is the customer's responsibility to pay for the return shipment fees associated.  The product page that this item was ordered from does have the Product Manual posted and available for complete installation instructions.  In the installation instructions posted on our website it does specifically state "Do not use 5, 10 or 20 gallon (***** or 76 Liter) propane tanks, like those used with consumer barbecues, to supply gas to this heater".

  Customer response

  05/20/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  05/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an SR ***** Turbo Twister Right **** water slide(4637RIGHGRAY) on 4/4/2021 at the price of $3,569.99 plus shipping cost for a total amount of $4,297.51. The delivery was made by R+L Carriers on 5/18/2022. The pallet was dropped off and it remained untouched until it was needed. I was in the process of having an inground pool built and due to some unforeseen and unfortunate circumstances the pool build was delayed by many months. In March of 2022, we finally got the opportunity to open the slide box to put it together and install it, but when we did so, we realized that it was incomplete. I immediately contacted Doheny's customer care department and started a claim. It was immediately declined since the purchase was made in 2021. I also started a claim with R+L Carrier to get more info and try to figure out what happened. They stated that they delivered what was given to them and stated that the shipment had been noted as damaged. I have attempted multiple times to speak with their customer care supervisor to seek a resolution and can never get them on the phone or get the them to return my messages. I am not interested in timeframe technicalities, I am looking for a stand up company to make good on their customer ********************** reputation. Doheny's has made no real effort to rectify this issue and is being very dismissive. It is apparent that the slide was shipped incomplete. Order Number: 040421-3000-868

  

  Business response

  05/18/2022

  Hello,

  I apologize for the issues you are experiencing.  I also do see that through out this process our ************* Coordinator has been assisting you with this issue along the way.  The information they have provided you is correct.  We instruct all customers who orders are arriving by freight to ensure they count and match the number of boxes and shipment per the **** of lading to what they receive.  This product was signed for free and clear over a year ago.  Unfortunately we have no way to ascertain what could have happened in that time frame that surpassed.  Replacement pieces for this slide is also not possible unfortunately they are roto molded in one cast and pieces are not made separately and would not fit together with a piece that was not molded at the same time.   If you are still in need of the slide we can look at what we can extend as an offer to purchase a new unit.

  Customer response

  05/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This is 100% unsatisfactory.  I do realize that it has been over a year, but just like Doheny's had a nightmarish logistical year, everyone else did as well.  I was unable to get to the box before hand and thus did mot realize it was missing.  The complete disregard for customer ********************** is really troubling.  Even after stating that they could extend an offer to purchase another slide, they rescinded the offer  and only offered to sale it at regular price when I called to make good on their offer.

  
  

  Regards,
  
  *************************

  

  Business response

  06/17/2022

  Hello,

  We have reached out to the customer to resolve this situation and are awaiting on a call back on our extended offer. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩